IT Engineer (Voice, Network, Systems & CCaaS)

Roadrunner•Downers Grove, IL

2d•$100,000 - $110,000•Hybrid

About The Position

IT is the operational backbone at Roadrunner. We operate a high-reliability logistics network where real-time communication, system uptime, and contact center performance are critical. When voice systems fail or the contact center degrades, operations slow down immediately. This role exists to ensure that doesn’t happen. We are looking for a hands-on, high-ownership engineer who can operate across voice, network, and CCaaS platforms—someone who can design, stabilize, and evolve systems, not just support them. This is not a ticket-driven role. This is a role for someone who wants to own outcomes.

Requirements

Proven experience owning voice and CCaaS platforms—not just supporting them
Hands-on experience with Cisco UC (CUCM) and Microsoft Teams Voice
Experience with contact center platforms
Strong understanding of network fundamentals impacting real-time traffic (latency, QoS, routing)
Ability to troubleshoot across multiple layers (endpoint → network → platform → carrier)
Experience supporting or participating in platform migrations or transformations

Nice To Haves

Experience with Direct Routing, SIP, CUBE, or carrier integrations
Exposure to SASE / SD-WAN (e.g., Cato)
Experience integrating CCaaS with CRM or backend systems
Scripting/automation experience (PowerShell, APIs)
Experience improving monitoring/observability (SolarWinds or similar)

Responsibilities

Lead voice platform evolution
Own and support Cisco voice environment (CUCM, Unity, Jabber)
Drive execution of the Cisco → Microsoft Teams voice migration
Ensure call quality, reliability, and scalability across the enterprise
Troubleshoot complex voice issues across network, carrier, and platform layers
Own and scale CCaaS platform (Five9, Zoom, Nice)
Act as a core technical owner for our CCaaS initiative
Lead stabilization and optimization of the current CCaaS (Five9) environment and future Zoom or Nice post-deployment
Design and improve call flows, routing logic, and agent experience
Support integrations (SSO, voice routing, APIs, backend systems)
Partner with business stakeholders to translate operational needs into technical solutions
Operate across network and connectivity layers
Work across network paths (LAN/WAN, SD-WAN, ISP, SASE) to ensure reliable voice and CCaaS performance
Identify and resolve latency, jitter, and routing issues impacting real-time systems
Partner with network engineering to improve resilience and performance
Build stability and eliminate recurring issues
Identify systemic issues and eliminate root causes
Drive automation and operational improvements
Improve monitoring, alerting, and observability across platforms
Move environments from reactive support to predictable, stable operations
Contribute to secure and scalable infrastructure
Support security initiatives (identity, endpoint, monitoring)
Ensure platforms are aligned with security and compliance requirements
Design with long-term scalability in mind